Customer Service Team Leader

Watts Farms; Widnes; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

31 days holiday

Friend referrals

Staff discount

Long service awards

Training opportunities

Onsite staff canteen

Job summary

Watts Farms Catering Limited in the United Kingdom is seeking a Customer Service Team Leader to guide a small team of three Advisors. The role is full-time, 42.5 hours per week, with a weekend rota, and a salary of £30,900 per year.

You will supervise day-to-day workload, ensure service standards, handle customer orders by phone and email, and contribute to KPI reporting. You should be confident, organised and customer-focused, with solid IT skills and a collaborative approach.

Qualifications

• Excellent verbal and written communication skills in English.
• Ability to lead, delegate and share knowledge.
• Proactive, self-motivated, with initiative.
• Strong attention to detail and accuracy.
• Good computer skills and able to perform admin tasks.
• Trustworthy, helpful, and collaborative team player.
• Experience with Microsoft Office, Outlook and Excel.

Responsibilities

• Lead the team's day-to-day workload, capability and performance.
• Ensure company policies and customer service standards are followed.
• Take ownership of issues and provide prompt solutions.
• Produce weekly KPI information and call-scoring audits.
• Process customer orders by telephone and email.
• Handle incoming calls, enquiries and correspondence professionally.
• Maintain accurate customer accounts and records.
• Review error reports and assist with handovers.
• Build relationships with customers by phone and email.

Skills

Team leadership

Customer service

Communication

Organisation

Microsoft Office

Attention to detail

Teamwork

Tools

Microsoft Office

Outlook

Excel

Job description

This is an exciting opportunity for someone ready to take the next step into a Leadership role. You'll lead a small, friendly team of 3 Customer Service Advisors, supporting them day to day to deliver excellent service to our customers. Whether you've already held a Team Leader role or have been stepping up with team leader responsibilities in your current position, this role offers the chance to build your skills with the full support of our Customer Service Manager. Working hours for the Customer Service Team Leader role will be 42.5 hours per week between 08:00 and 17:00 (will include weekend working on a rota basis). You will be working on a full time, permanent basis and in return will receive a competitive salary of £30,900 per annum! To be successful in this role you will need to be confident, organised and customer focused. You will need to be comfortable making decisions, prioritising busy workloads, and stepping in when a customer situation needs additional support.

What you will be doing:

• Lead the team's day-to-day workload, capability and performance, with support from the Customer Service Manager.
• Make sure company policies and customer service standards are followed consistently.
• Take ownership of issues, using initiative to find prompt and practical solutions.
• Produce weekly KPI information and complete call-scoring audits, highlighting development opportunities or concerns.
• Process customer orders accurately and on time by telephone and email.
• Handle incoming calls, enquiries, concerns and customer correspondence professionally.
• Maintain accurate customer accounts, administration and order records.
• Review error reports, check the accuracy of team order entry and contribute to end-of-shift handovers.
• Build positive relationships with potential and existing customers by telephone and email.

• Excellent verbal and written communication skills, with fluency in spoken and written English.
• The confidence and ability to lead, delegate and share knowledge with others.
• A proactive, self-motivated approach and the confidence to use your initiative.
• Strong attention to detail and a commitment to accuracy.
• Good computer skills and confidence completing administrative tasks.
• A trustworthy, helpful and collaborative approach to teamwork.
• Knowledge and experience of using Microsoft Office, Outlook & Excel

Watts Farms Catering Limited is a third-generation family-run food service and wholesale business supplying fresh produce, dairy, frozen, ambient, and grocery items to the hospitality sector, fine-dining restaurants, hotels, and public services across London, Kent, and the Home Counties. We pride ourself on quality!

What we can offer you...

• 31 days holiday (including bank holidays)
• Payment reward for Friend Referrals
• 20% staff discount on our online shop
• Long Service Awards
• Development & Training opportunities
• Onsite staff canteen area offering refreshments

We are an equal opportunity employer. All applicants will be considered for employment.

Please note: Employment checks will include Drugs & Alcohol test